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To ensure that Change & Configuration Management methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the impact of Change-related Incidents upon Transmissions and live output, and consequently to improve the day-to-day operations of the organisation.
Update CMDB after the implementation of changes, creating new Configuration Items (CI`s) and relationships to reflect a true picture of the infrastructure
Deputise for Change & Configuration Manager and make business decisions where necessary.
Responsible for co-ordinating changes across the World Service broadcast environment, which provides live Transmissions globally 24x7, ensuring correct procedures are followed and changes are accurately recorded, scheduled and controlled.
Assess the priority and impact of all changes for accuracy ensuring consideration to the broadcast environment and protocols is evident.
Co-ordinate change approvals liaising between approvers and initiators.
Create and distribute Change Management reports and analysis for BSS Senior Management and technical support groups, answering potential questions or queries.
Liaise with Project Managers, requestors, clients, Broadcast Systems Support (BSS) management team and operational teams progressing requests, checking status and chasing information where necessary throughout the Change lifecycle.
Prepare all documentation (including reports, agendas and minutes) for Change Advisory Board (CAB).
Chair regular and ad-hoc meetings & prepare presentations if required.
ITIL qualified to Foundation Level with significant experience working in a similar role in an ITIL environment.
Significant experience of technical data and process including PRINCE2 & ITIL based service management systems.
The ability to handle detailed technical and non-technical data, comprehend and communicate essential information in a compelling way to non technical production staff.
Detailed understanding of Configuration Management and how this is closely linked with Change Management to be effective in the provision of IT services.
Change Analyst job description
Excellent customer care skills with the ability to identify a customer`s requirements and to recognise whether these can be effectively met through the resources and Production staff, timescales and skills available.
Familiarity and empathy with broadcast environment including an awareness of the pressures facing programme makers.
Ability to work flexibly under pressure, frequently using own initiative.
Organised and methodical in approach to routine and administrative matters.
Demonstrable knowledge of IT Infrastructure Library (ITIL) standards and the principles of service delivery.
Experience of Remedy (specifically change management module) highly desirable.
Project Management skills and knowledge would be highly desirable.
Free job description Change Analyst
To constantly monitor designated change queue in Remedy Full Change system, take action where necessary and process requests to ensure response to change requests is within the agreed timescales.
Responsible for updating the Configuration data within the CMDB following the implementation of changes to ensure accuracy of configuration data and their dependencies
Communicate via meeting, teleconference or any other means necessary with Broadcast Systems Support teams and third party support groups to ensure service levels and KPIs are met.
To have a thorough understanding of how the service offered by BSS fits in with a range of other support departments in the company such as Radio Resources, NPF and Siemens and an ability to work in close co-operation with these other service providers to ensure effective change management support.
To act as a focal point on a day to day basis for all change management issues or enquiries. Represent World Service Change Management at forums including Siemens Change Advisory Board and a range of other meetings as appropriate, ensuring any decisions made are communicated back to the change management team.
Develop good and enduring working relationship with Siemens Change Team, World Service Regional Operations Teams, stakeholders and support teams ensuring they are kept informed of status and progress of change requests, impacting the business.
Accountable to the Change and Configuration Manager for the prioritisation of own and other team member`s workload to ensure that business needs are met and to ensure that any issues around change control are communicated to the customer or escalated to the relevant management.
Promote and adhere to ITIL/OGC guidelines, best practises and documentation, act as a point of advice and ensure colleagues do the same.
To provide full support for the recent migration from legacy system to Remedy Change Management application. To update/create Configuration Items within Configuration Management Database (CMDB) following the implementation of a change. To provide support or training to users on the Remedy Full
Change module and change management process.
Accountable to the World Service Change & Configuration Manager in ensuring processes and procedures are practised.
Manage IT changes through their lifecycle from submission to the completion and closure of the change request analysing Post Implementation Reviews (PIR) for all changes, reviewing results from the work carried out and identifying areas of improvement for future implementations